Business ProfileforAce Hotel Brooklyn

On May 25, 2023, I booked a one night stay at the Ace Hotel Brooklyn for June 9, 2023 using a promotional code offer they had emailed me earlier in the day. Upon arriving at the hotel on the night of June 9th, the hotel had no record of my reservation. After several minutes of the desk agent looking for my reservation, I realized the hotel had never sent me an email confirmation. Thinking maybe the reservation had never gone through, I looked at my credit card statement and realized they had already charged my card for the amount of $342.24 which I also had not received an email communication about. After finding the charge, the manager suddenly found my reservation, claiming that I made a reservation for a day in the past and that I had never shown up for it so they charged me the full nightly rate of that night without notification. I asked them to consider the mistake may have been on their systems end and to please honor my reservation but they refused, making no mention that the hotel was fully booked and asked us to leave having nowhere else to stay. I spoke with someone who works in hospitality at another *** hotel who said this was happening a lot and that the hotel probably dumped my reservation in order to make room for the higher rate bookings that night. I returned the next day to try to get my money back and again they refused, raised their voice at me in the hotel lobby in front of other guests and gave me a phone number for the Director of Front Desk who screened my calls and never called me back. I would like a full refund and to warn other bookers of this scam the hotel or its system seems to have in place in order to prioritize more expensive bookings.